The manufacturer invested $ 240 million with IBM Services to revolutionize its customer support services.
Lenovo intends to improve the customer support experience of its call centers in order to optimize services, correct problems of speed and accuracy, and thus increase profitability. To do this, it will introduce artificial intelligence into its services, provided by IBM Services, in a partnership that has been in place since 2005. The new multi-year agreement is $ 240 million and is valid for the territories of North America, EMEA and Latin America .
According to Jammi Tu, vice president and chief operating officer of Lenovo Intelligent Devices, we aim to deliver faster, more personalized and consistent customer service through a service offering supported by the IBM Watson Agent Assist for augmented reality and weather technology.
Lenovo says IBM's solution will lower costs and increase profitability by integrating the global coverage and capacity of the technology giant's Customer Engagement Centers. In practical terms, the system collects and analyzes customer history and preferences, as well as product information and technical documentation.
Customers can share real-time product issues with IBM technicians through augmented reality for virtual assistance.